1. Major J. Newsom
4124 Wales Dr. Apt. 101 – Va. Beach, VA 23452
majornewsom@yahoo.com- (757) 372-1521
Over 10 years in collections and management experience with a Fortune 500 company. Developed and managed
five separate teams with varying dynamics by utilizing team building, coaching, motivation, and development skills.
Supervised and developed the Leadership team including but not limited to Account Representatives,Account
Managers,Account Executives and Newly Hired Managers through the use of onboarding and up training programs.
Created and delivered monthly/annual assessment reports,while fostering a positive work environment and
ultimately ensuring all required production and productivity targets were met.
Work Experience
Consumer Portfolio Services July 2015-Present
Front End Collector (collections of subprime auto loans delinquent 30-60 days)
 Handled incoming and outbound calls with an emphasis on customer service to obtain a monthly personal
queue goal.
 Offered solutions to the customer to cure delinquency: payment plans, extensions, due-dates changes.
Back End Collector (collections of subprime auto loans delinquent 60-90 days)
 Handled incoming and outbound calls with an emphasis on customer service to obtain a monthly personal
queue goal.
 Offered solutions to the customer to cure delinquency: payment plans, extensions, due-dates changes.
 Skip trace to locate customers using various tools such as CLEAR, 411, Social Media, TLO etc.
Senior Operations Manager
Portfolio Recovery Associates 2011 to September 2014
 Trained, coached and developed agents and management to perform at an optimal level using NICE
monitoring and live feedback
 Created a pro-active plan that lead agents to success
 Conducted Behavioral Interviews to hire top quality professionals
 Assured that team metrics of 95% Quality Control and 90% Recoveries were exceeded monthly
 Participated in Workforce planning and execution
 Developed individual or multiple plans and goals that were aligned with the business needs
 Identified and addressed factors that contributed to retention/turnover
 Provided necessary tools and resources that supported individual development
 Responsible for overall direction, coordination, and evaluation of a team of 18 employees which included
Account Representatives,Account Managers and Account Executives. Worked and trained multiple
technologies used for production. Mentored new Operations Managers and Operation Coaches

2. Operations Manager
Portfolio Recovery Associates 2008 to 2011
 Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws
 Ensured that all agents met individual monthly performance metrics
 Supervised a team of 14 Account Representatives and Account Managers
 Managed call tracking systems and assigned task
 Recognized areas for self-development in agents and implemented self-improvement plan
Talent Development Specialist
Portfolio Recovery Associate 2007 to 2008
 Set up and maintained training facilities and related training material
 Taught collection personnelhow to develop client and customer account information
 Practiced and followed Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA),
company policies and procedures to collect and train methods, techniques,and ideas
 Monitored, evaluated and reported on progression of newly hired employees and employees who
participated in advanced training program
 Developed training courses associated with implementing new products and procedures
 Maintained accurate records of trainee performance and disciplinary action
Team Lead
Portfolio Recovery Associates 2006 to 2007
 Monitored call performance against standards
 Reviewed reports to ascertain status of collections and balances outstanding
 Evaluated effectiveness of current policies and procedures
 Identified team members who needed training in advanced topics or remedial training
 Transferred team members to call floor as required with appropriate documentation on performance
weakness and strength
 Consulted with Management when necessary
 Assisted TeamManagers with duties and reports utilizing Excel and PowerPoint software
Skills
• Microsoft Excel; Microsoft Outlook; Power Point; Team Building, Software (Nice, Asmuit, Avaya, ADP,
CMS and Concur).